AccountId: 011433970860
ContactId: b6cc365b-b912-4bae-8f67-f8f6a322cbc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1504800 ms
Total Talk Time (AGENT): 544869 ms
Total Talk Time (CUSTOMER): 733035 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b6cc365b-b912-4bae-8f67-f8f6a322cbc8_20250430T19:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I believe service, um, health supplemental health insurance. I don't know if that's exactly what you call it. Um, I received in the mail, Welcome to American Public Life Insurance Company, um, Carrington Solutions Simplified. Does that sound?
[CUSTOMER][NEUTRAL] Familiar?
[AGENT][NEUTRAL] Yes, for your dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it, yes, it's voluntary dental group that's what it is, um.
[CUSTOMER][NEUTRAL] So I wanted to confirm that I am registered or correctly in your system and if I wanted to use this service like what it covers and what my, you know, limits are on the coverage per se.
[AGENT][NEUTRAL] OK, do you have the policy certificate number for the policy?
[CUSTOMER][NEUTRAL] Um, I have the card. Does it say that on here?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] I have the payer ID.
[CUSTOMER][NEUTRAL] Policy certificate number. I'm sorry, I see it. OK, that number is 0259.
[CUSTOMER][NEUTRAL] 553 4.
[AGENT][NEUTRAL] OK. And what was your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me pull up your policy. I just need to verify a few pieces of information. What is your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you wanna confirm you have that?
[AGENT][NEUTRAL] Uh yes, we've got the [PII]. Yes. OK. Um.
[CUSTOMER][NEUTRAL] So it's not, it's not MM [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK, just to make sure you, you have.
[AGENT][NEUTRAL] OK, just one.
[AGENT][NEUTRAL] OK. Is that correct?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. That's [PII] at the beginning.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Total.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Got that.
[AGENT][NEUTRAL] OK, and so on the Carrington, um, that's the network that you can utilize for the dental benefits. So that gives you a discount when you go to the dentist if you use one of their providers.
[AGENT][NEUTRAL] Um, I can give you the number to Carrington if it wasn't included in that information to find out who the providers are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh that you know you couldn't like email me a list of providers in my area per se?
[AGENT][NEUTRAL] Um, no, I don't have a list of providers. It's, you would have to call the Carrington Network, but I can definitely go over the benefits that you have. That's what's covered under your policy.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so who am I speaking with now? What's the name of the company I'm speaking with?
[AGENT][NEUTRAL] We're American Public Life. So we're the ones who will get your dental claims, we'll process and pay them, we'll verify that you have coverage, what, what your, what's covered under your policy.
[CUSTOMER][NEUTRAL] OK, um, so if you, you're gonna verify what's covered under my policy, can you email me what's covered under my policy?
[AGENT][NEUTRAL] Yes, you can actually have you signed up for our online portal?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, you can go to [PII].
[AGENT][NEUTRAL] Um, and that's where you can sign up to look at your policy certificate, see everything that's covered. I can send you an instructional guide to that email if you'd like, um, that will give you instructions on how to set that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or we can go over it now if you like.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, well, um, I, I can do that, but I'm wondering if you
[CUSTOMER][NEUTRAL] Also would be able to email me um what's covered under my policy.
[AGENT][NEUTRAL] Um, I, I can send you your card, um,
[AGENT][NEUTRAL] I can send you, yes, I can send you a, a sheet of what's covered, yes. Um, but to access the full policy certificate, I, I would suggest getting your online portal set up, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I go to the [PII], and then I register, and then I can get access to all of it. I will do that. But if you could send me the sheet with what's covered as with what you have, that would be really helpful.
[AGENT][NEUTRAL] OK, yes, I'll send you the instructional guide and then a sheet that shows what's covered and then I'll also include that Carrington telephone number, um, that way if when you're ready you can give them a call and then see who's close to you that's part of the network.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so the instructional guide is how to register on the portal.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And then the Carrington, Carrington phone number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's OK, because it's all right, so the, the [PII] is American Public Life.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So, um, Carrington.
[CUSTOMER][NEUTRAL] I have to speak to, why do I have to speak to them? I'm sorry, it's a little confusing. Um.
[AGENT][POSITIVE] They're the network. So if you, if you wanna find a provider that's in network with Carrington, that's gonna save you money when you go to the dentist because there'll be discounts off of the bill charges.
[CUSTOMER][NEUTRAL] What else
[AGENT][POSITIVE] You don't have to use them, but it, it will save money if you use a Carrington provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so can you tell me what that phone number is in addition to emailing it to me?
[AGENT][NEUTRAL] Yes, um, get that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so that's [PII].
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK. All right. Now, question.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] With the information you're gonna send me today, uh email me the, um, just like the summary of my dental plan per se, um.
[CUSTOMER][NEUTRAL] Does that say, oh, like, is there a premium? Like you go to the dentist, you use the card, you go to the Carrington provider list, go to a dentist that's on the list. I walk in, I didn't want my teeth cleaned and oh, you got a cavity where to do filling blah, blah, blah. Oh, turns out you got a $2500 deductible. You gotta to pay that first, then, like, how does it work?
[AGENT][NEUTRAL] Um, so it's not a guarantee of payment, basic outline of your policy. So you have a calendar year maximum payout of $750 per calendar year. So that's the most that we pay in a calendar year for all dental services, whether it's cleanings or X-rays or filling.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you have a $50 calendar year deductible, um, and that applies to
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Everything besides cleanings and exams. So everything else is subject to that $50 calendar year deductible.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Um, so the, so if I went to get like a cleaning and like I walk in, the dentist doesn't know me from Adam. I walk in, I said, you're on the list, you know, you take the card, you take my $750. I want a cleaning, I want X-rays.
[CUSTOMER][NEUTRAL] It does the $50 deductible doesn't apply because.
[CUSTOMER][NEUTRAL] It's part of a cleaning. Uh, is an exam considered X-rays or no? Is that part of an exam X-rays?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] X-rays and exams are separate from X-ray. X-ray is in like a bite wing X-ray where they put the films in your teeth and take an X-ray. Uh, the pano, they do like a.
[CUSTOMER][NEUTRAL] What's an ex
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] What's an
[AGENT][NEUTRAL] An exam is them just talking to you about um yeah, just looking at your teeth and then
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Looking at my
[CUSTOMER][POSITIVE] This house. Oh, you have nice seat.
[AGENT][NEUTRAL] Yeah, and then a cleaning would be the, yeah.
[CUSTOMER][NEUTRAL] So the, the exam go ahead.
[AGENT][NEUTRAL] Uh cleaning just using toothbrush, yeah.
[CUSTOMER][NEUTRAL] Uh cleaning it, I
[CUSTOMER][NEUTRAL] Yeah, cleaning. OK. So the cleaning and the exam are not included in the deductible. So if I got a cleaning and an exam, the 750 presumably would cover it if I went to a provider that was part of the Covington or Carrington or whatever it's called, um, group list, correct? OK. But X-rays would the $50 deductible would apply.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, um, and, um, now, do they, would this, let's say that I have the $750 I had an exam, I don't know what that would cost, let's say it's $200 cleaning, let's say that's another $200. I have no idea what it would cost, but let's just say that. So let's say I have $350 left out of the $750.
[CUSTOMER][NEUTRAL] Now, they take X-rays. So I got to pay out of pocket $50 for the deductible. And then let's say the X-rays cost $400. OK. So the remaining $350 would cover.
[CUSTOMER][NEUTRAL] The X-rays and the balance of $50 plus the $50 deductible I would have to pay, correct? kind of that's how my, I mean this is a scenario but that's kind of how it would work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, $50 plus 20% because we only pay 80% on X-rays. So if you're $50.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Then we pay 80% and you pay the other 20% that's left over.
[CUSTOMER][NEUTRAL] 80%
[CUSTOMER][NEUTRAL] So the X-rays would go to the lab and then I'd get a separate pill from the lab.
[AGENT][NEUTRAL] Uh, no, typically the, the dentist will charge for everything. There's no, they don't separate anything out.
[CUSTOMER][NEUTRAL] And would you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they would just charge me uh the 20%.
[AGENT][NEUTRAL] Right. Yes. And the $50 yes.
[CUSTOMER][NEUTRAL] For the X-rays.
[CUSTOMER][NEUTRAL] Plus the 50 after the $50 deductible.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. All right. Now, one last question. Um, normally, you go to the dentist, at least, this is kind of how it's always been in my life. Oh, they take X-rays, OK.
[CUSTOMER][NEUTRAL] Now, in the world that's a little more sophisticated, they take
[CUSTOMER][NEUTRAL] I don't know if it's called an MRI, but it's like a 3D X-ray of your mouth.
[CUSTOMER][NEUTRAL] It's not like a whole body thing. It's just your mouth. They, I've had that done before where they can see so much more than just a two-dimensional X-ray.
[CUSTOMER][NEUTRAL] I'm not sure what it's called. It's, it's essentially, it's an X-ray, but it's just a more sophisticated, a better quality X-ray where they can see things better than just a two-dimensional X-ray.
[CUSTOMER][NEUTRAL] Do you guys cover that?
[CUSTOMER][NEUTRAL] 80% of that?
[AGENT][NEUTRAL] Probably not, um, we, because we just cover the standard.
[AGENT][NEUTRAL] The standard X-rays. I know what you're talking about, um, but that's, yeah, we only cover just the regular FMX or full mouth, which has been around for decades. So those new three-dimensional ones wouldn't be part of the coverage.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, I understand. All right. So, um, what is your name, ma'am?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much for your help. Um, all right, so you have my email address so you're gonna email me.
[CUSTOMER][NEUTRAL] The phone number which you've already provided for Carrington. You're gonna email me the instructions to register online, uh, that's secured [PII] thing and you're gonna email me the uh parameters of my my specific dental policy, correct?
[AGENT][NEUTRAL] Yep, you got it. That's what I'll be emailing over. Um, just give me about 5 minutes and then you should receive it.
[CUSTOMER][POSITIVE] OK, wonderful. Thank you, [PII]. One more question. Um, so you guys are only dental, and that's it. Like cause I mean, I signed up through this temp agency that I've been working for, uh, for dental, vision, and
[CUSTOMER][NEUTRAL] Medical. And then, then they changed mid like a month after I applied for it, then suddenly, oh, you got a new, there's a new policy to be changed. And so I got this Carrington thing for dental. I got something else for vision, but for medical,
[CUSTOMER][NEUTRAL] I don't know. You guys don't handle medical. You just handle dental, is that correct?
[AGENT][NEUTRAL] Uh, we do have, it looks like for your plan, we've got
[AGENT][NEUTRAL] Looks like you have a hospital indemnity plan, and so, let me see on that one.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, we've got your hospital indemnity plan, um, which that's a very like limited policy, um, very limited. It just pays small dollar amounts if you are confined to a hospital, if you have doctor's office visits. Do you want me to look at that one too, we can go over that?
[CUSTOMER][NEUTRAL] Yeah, so you guys handle both the dental for me and my, my medical, I guess, or I mean it's kind of confusing. I don't know.
[AGENT][NEUTRAL] Yeah, the hospital indemnity plan. Yeah, let me pull that up real quick. Um.
[CUSTOMER][NEUTRAL] That I I in that time.
[CUSTOMER][NEUTRAL] Enrollment. I'm just gonna look at the original thing.
[CUSTOMER][NEUTRAL] What is benefits in a car? Does that sound familiar to you?
[AGENT][NEUTRAL] Yeah, so benefits in a card is, let me see, it, it is all it is quite confusing, um, so,
[AGENT][NEUTRAL] Benefits in a card, they do certain parts of the process for like your insurance and stuff. So they, they do like your enrollment if you want to make changes to your plan, um, if you wanna cancel coverage, they kind of, they handle those administrative tasks and then we handle what we've just talked about your, your dental, we process the claims for your dental, we verify your coverage on your dental.
[AGENT][NEUTRAL] Um, your hospital indemnity, group term life, um, so we're, we're kind of, we're the administrator that processes and verifies your benefits.I benefits and a card, they do like the enrollments, cancellations of coverage, um, those administrative tasks.
[AGENT][NEUTRAL] If that makes sense.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Would you have like is there anything else? I'm wondering I'm just trying to find the original documentation that I filled out for this, and I thought it was maybe more than just.
[CUSTOMER][NEUTRAL] Hospital, but maybe I just, I mean.
[CUSTOMER][NEUTRAL] I don't know, uh, where are the documents that they sent me.
[CUSTOMER][NEUTRAL] 10:24 now.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Totally confusing.
[AGENT][NEUTRAL] Yeah, there's a lot, so like I said, the BIC handles some administrative tasks and then we handle the other part, which is, you know, like I said, processing your claims, you present your card and they call us, like whoever you see, the dentist or the doctor, they call us and we say, you know, Ms. [PII]'s got this coverage, this is how it pays, etc. um.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let me see. I, I don't know about vision. Uh, we don't do any vision at all, so I'm not sure if you did have vision who it would go through. Um,
[AGENT][NEUTRAL] But I can give you some general information on that limited hospital plan, um, if you'd like.
[CUSTOMER][NEUTRAL] OK, can you email.
[CUSTOMER][NEUTRAL] Well, just so I have a little bit of info. Can you, um, yeah, OK, go ahead, um, because, uh, like the, the security and the public, is that, with that.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] If I registered there, would I have access to the dental and the medical information, um, or just the dental?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, all of your policies with us, yep, dental and medical you'll see the full policy certificate which outlines everything that's covered uh like exclusions, um, but I'll email you like the sheets that just have a the generalization of what's covered um but like I said definitely get online register that way you can um look at the whole.
[CUSTOMER][NEUTRAL] Dental and medical
[CUSTOMER][NEUTRAL] Summary.
[CUSTOMER][NEUTRAL] OK. So next question. Um, so the medical.
[CUSTOMER][NEUTRAL] It's only hospital. It's not like going to see a doctor and getting a blood test or anything like that. It's just going to the hospital.
[AGENT][NEUTRAL] Um, so let me pull it up and see what we have here.
[AGENT][NEGATIVE] just a moment, my system is running slow.
[CUSTOMER][NEGATIVE] Terrible. I know I sign this document.
[CUSTOMER][NEUTRAL] And then that was it.
[AGENT][NEUTRAL] OK, so for example, like the hospital indemnity plan.
[AGENT][NEUTRAL] The way it works is you have like a hospital admission benefit. If you were admitted to the hospital, it would pay 500 1 time per calendar year.
[AGENT][NEUTRAL] Uh, like I said, this is a very limited plan, so, um, hospital confinement, like if you're inpatient, it pays $50 per day.
[AGENT][NEUTRAL] Um, and this is not a guarantee of payment basic outline of your policy.
[AGENT][NEUTRAL] Uh, physician's office, let's see, physician's office visit.
[AGENT][NEUTRAL] You get 2 per calendar year and that pays $250 maximum per visit.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is our 2 per calendar year and they pay 250 maximum per visit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it has to be through their group to get the 250 benefit, correct?
[AGENT][NEUTRAL] So for your hospital indemnity, you can see any provider you like. So there's not Carrington doesn't apply to that.
[CUSTOMER][NEUTRAL] OK. If I went to any hospital, it would, it would be, it would apply.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But for, if I took a physician visit, like I want to go to the doctor and hey, doc, I've got a pain in my knee, or oh, I don't, my stomach hurts for two weeks straight. I don't know what's going on. Can you check it out? I can go, I can only go to the doctors that are caring to doctors. Is that correct?
[AGENT][NEUTRAL] No, you can, you can go to anybody. It doesn't matter, hospital or physician. Carrington only applies to dental. Yeah. But keep in mind, again, this is a benefit. So, and actually like office visit, I'm sorry, I said $250 that would be for surgery in an office, a doctor's office. Your maximum benefit payable for physician's office is $50 and you only and you get 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Alright, so
[AGENT][NEUTRAL] And I'll send this to you in your email. It will show an outline of your policy, what it is.
[CUSTOMER][NEUTRAL] So I could go to any doctor in the country and they just cover $50 per visit.
[AGENT][NEUTRAL] Right, we will only pay 50 and you would be left with the balance.
[CUSTOMER][NEUTRAL] Right. And how would, how would I say like to the doctor who
[CUSTOMER][NEGATIVE] Uh, and I'd say, hey, I mean, obviously that the visit is $2000 or, you know, $800 or something, great, it's, it's really $750 American Public Broadcasting is gonna pay the other $50 or I, I'm sorry, I'm not sure what the name of the company is American Public Life. They're gonna pay $50 like they're gonna be like we never heard of them. So how do you know, like how do I, how does it work? Let's just pretend I go to the doctor and my bill is $800.
[AGENT][NEUTRAL] You submit your or present them with your card.
[AGENT][NEUTRAL] Uh, the card that you received for this policy.
[AGENT][NEUTRAL] And then they can
[CUSTOMER][NEUTRAL] OK, the American public.
[AGENT][POSITIVE] Correct, yeah, and then they would.
[CUSTOMER][NEUTRAL] But my card only
[CUSTOMER][NEUTRAL] This card that I have that you guys sent me, it says group voluntary dental.
[AGENT][NEUTRAL] Oh, OK. You don't have your hospital indemnity card. I can send that to you.
[CUSTOMER][NEUTRAL] Um, yeah, that would be, that would be you're gonna email it to me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. So the hospital indemnity card is the card I would send, I would present if I went to a doctor, uh, for whatever ailment to whatever doctor in any state in the [PII], it would be [PII] cause that's where I live. But
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Any doctor I choose, would it be if I went to a functional medicine doctor, would the $50 apply?
[AGENT][NEUTRAL] Yeah, any, any, any physician working within the scope of their license, yes.
[CUSTOMER][NEUTRAL] As long as they're a doctor.
[CUSTOMER][NEUTRAL] OK, so there's no list that I don't have to worry about the unless, OK.
[CUSTOMER][NEUTRAL] All right, so you're gonna send me my medical card.
[CUSTOMER][NEUTRAL] And you're gonna send me.
[CUSTOMER][NEUTRAL] The summary of the policy that the, the little [PII] benefits that I get.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] For medical.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] And I guess that's it we've gone over the other stuff you're gonna send me the instructions to register the list uh.
[CUSTOMER][NEUTRAL] Um, the phone number, what else are you gonna send me about dental?
[AGENT][NEUTRAL] Yeah, the number to [PII]. Yeah, so instructions, number to Carrington, um, policy outline of each policy and then your card.
[CUSTOMER][NEUTRAL] Instructions
[CUSTOMER][NEUTRAL] Find the
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, OK, got it. Alright, and my card. All right, thank you so much, um, [PII].
[CUSTOMER][POSITIVE] And uh I look forward to that and you know like 10 minutes or so.
[AGENT][NEGATIVE] Are you there? You're breaking up.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Yeah, I can hear you now. Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yes, I can hear you. OK, so, so you can send that to me and I guess I'll look in like 10 minutes or so and I should.
[CUSTOMER][NEUTRAL] Have it through email.
[AGENT][NEUTRAL] Yes, you should get it in about 5, 10 minutes if you give me that time, please.
[CUSTOMER][POSITIVE] Wonderful. Thank you so much, [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I hope you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you now. Bye-bye.